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Koorong Help Centre

Frequently Asked Questions

Updated on 12 Jul 2024

3 mins to read

Pricing on Website

Due to our recent systems change, pricing on Koorong.com now shows net pricing.

This means that when logged in with your trade or organisational account, your prices will change to reflect the discounts you receive. Where applicable, any further shipping costs, cart discounts, or promotions will be applied to the cart.

Help with Logging In

If you are having trouble logging in, please try following these steps:

  • Check that you are using your email address attached to the account as the username (Koorong member number will not work)
  • Try resetting your password by clicking 'Forgot your password?'
  • Try accessing from a different device or browser
  • If using a work or public device, please check if security software is running that may be affecting your experience. Please check with your organisation.

Help with Passwords

If you are having trouble resetting your password, please try following these steps:

Help with Applying Discount Codes

If you are having trouble applying your discount code, please try the following steps:

  • Please click both 'Validate' and 'Apply' after the discount code field is filled in
  • Check that the discount code is spelt correctly and that there are no extra spaces in the discount code field
  • Check the expiry date on your discount code. This is usually available next to your code or in the email footer.
  • Check that the items in the cart are not excluded from the promotion

Help with the checkout process

If you are having trouble with checking out, please try following these steps:

  1. Please enter all required fields (First name, last name, address, mobile number) and click 'Confirm Address'
  2. Please select your preferred shipping method using the radio buttons
  3. Please select your payment type using the radio buttons
  4. Please fill out your payment detail fields accurately (card number, expiry date, CVC/CVV)

If you are still encountering issues, please exit the checkout and re-enter the checkout process again.

Help with Koorong loyalty points and reviews

We will soon launch a new Koorong loyalty program and reviews system. As we roll out the new loyalty program, there will be more ways to earn and redeem points. In the meantime, be rest assured that:

  • Your points will not expire on 31 December 2023, and
  • Points will continue to accumulate on your account from eligible purchases and
  • Your points balance as of September 2023 will be transferred over, and
  • We will honour you with your voucher/s once the new system is launched.

We are also migrating all product reviews over to the new website so that your valuable insights will continue to assist others with finding great products.

Thank you for your understanding and patience regarding loyalty points.

Help with finding eVoucher

If you are having trouble finding your eVoucher, please check the spam or junk folder in your emails.

Help accessing eBooks and audiobooks

Please see https://koorong.com/help/ebooks-audiobooks